Sr Service Delivery Manager (DPO)

Lucknow, Uttar Pradesh

Job Summary

Business Unit: Insurance DPO – Life & Pensions (Corporate Business)
Shift: UK Hours

Role Overview

The Manager will be responsible for managing day-to-day delivery across key process towers within Corporate Pensions operations, ensuring SLA adherence, process accuracy, and smooth handling of volumes across Cash, New Business, Claims, Renewals, and Servicing.

Key Responsibilities

Process Delivery & Execution
Manage operations across:
- Cash & Contributions (AVC, DC processing)
New Business (PRSA, DC, scheme onboarding)
Claims (retirement, death, withdrawals)
Renewals (Group Risk, pensions)
Policy servicing & member requests
Migrations and scheme transitions
Ensure timely completion of daily/monthly volumes with high accuracy.
Monitor work queues, ageing, and backlog to ensure SLA compliance.

Process Control & Quality
Perform regular checks on:
- Contributions & fund allocation accuracy
Claims calculations and settlements
Current scheme setup and onboarding quality
Drive issue resolution through basic RCA and corrective actions.
Ensure adherence to SOPs, regulatory guidelines, and audit requirements.

People Management
Manage Team Leaders / Assistant Managers and operational teams.
Monitor productivity,



attendance, and performance metrics.
Support training and upskilling on pensions processes.
Drive cross-training across process areas (Cash, NB, Claims, Renewals).

Client & Stakeholder Management
Support governance reporting and provide daily/weekly performance updates.
Highlight risks, delays, and operational challenges proactively.
Ensure alignment to client expectations and service requirements.

Continuous Improvement
Identify process improvement opportunities in:
- Cash processing efficiency
Claims turnaround time
Recent Business onboarding
Support automation or simplification initiatives.

Skill Requirements

Domain Knowledge
Good understanding of:
- Corporate pensions (DC, PRSA, Group schemes)
Contributions processing and fund allocation
Claims and perks servicing
New Business and scheme onboarding
Renewals and policy servicing

Operational Skills
Experience managing transactional operations with SLAs
Strong focus on accuracy, controls, and productivity
Ability to manage multiple process queues

Leadership Skills
Team management and performance monitoring
Problem-solving and issue resolution
Stakeholder communication

Other Requirements

📌 Sr Service Delivery Manager Dpo Lucknow (India)
🏢 HCLTech
📍 India